V2 Rubric Detail — 3b5ac8a0-7a16-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 15:12
Duration
15m 22s
Contact
Maryan Rahman
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136183
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency4.00/5
Overall4.3/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall87.2% (+1.2)

V2 Grader Summary

The agent correctly identified the mixed mesh environment (SPNM60 parent and MX5700 child) and applied the correct web UI pairing method. Technical guidance regarding LED states (solid purple = ready, solid blue = online) was fully consistent with the Intelligent Mesh KB. The issue was successfully resolved with the node appearing in the network map and associating with a client device.

V1 Case Analysis

Customer adding MX5700 child node showing solid purple LED. Guided through web UI node addition. Node successfully paired, reached solid blue, and was confirmed online. Issue resolved.

Troubleshooting Steps
  • Identified the node model as MX5700 based on customer description.
  • Correctly interpreted solid purple LED as 'ready for setup' per Intelligent Mesh LED guide.
  • Directed customer to use the web UI (Add Node) to initiate pairing.
  • Explained expected LED behavior during pairing (cycling colors, final solid blue).
  • Confirmed node appeared in network map and devices could connect to it.
Key Observations
  • Agent correctly identified the MX5700 as an Intelligent Mesh device and accurately interpreted the solid purple LED state.
  • Provided precise, step-by-step guidance using the correct web UI method for node addition.
  • Accurately described the expected LED sequence during pairing (flashing purple, red, blue, then solid blue).
  • Failed to collect the device serial number, a critical protocol step for case documentation and warranty verification.
  • Did not confirm the customer's warranty status, which is required when discussing support eligibility or potential hardware issues.
  • Communication was functional but lacked empathy and a clear, concise recap at the end of the call.
Positive Highlights
  • Correctly identified the model as MX5700 from the customer's garbled description (e.g., 'spam MX five, seven') [01:00].
  • Accurately interpreted the solid purple LED as 'ready for setup' for an Intelligent Mesh device per led_intelligent_mesh_consumer.md [02:00].
  • Provided the correct resolution path: using the web UI (Add Node) instead of physical buttons, which is the standard method for this model family [02:00].
  • Correctly explained the expected LED behavior during pairing, including the final state of solid blue indicating a healthy, online node [05:00].
  • Confirmed resolution by verifying the node appeared in the network map and a device could connect to it [13:00]-[14:00].
Agent Errors / Gaps
  • Did not obtain the device serial number, a required field for proper case management and warranty assessment.
  • Did not inquire about or confirm the customer's warranty status, a key protocol step for support eligibility.
  • Minimal empathy and poor call control; used excessive filler words ('yes, ma'am' repeated 15+ times between [05:00]-[06:00]) and failed to provide a clear summary of the resolution.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Node achieved solid blue light and appeared in network map; agent confirmed connection and customer verified device association.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent relied solely on UI prompts and LED observation without verifying internet on parent, checking firmware, or confirming physical setup (e.g., WAN cable).
R3 Met Correct resolution path conf 94%
Correctly identified SPNM60 (Cognitive Mesh) parent and MX5700 (Intelligent Mesh) child, applied proper web UI path for mixed network.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Identified symptom (solid purple) and model, but skipped root-cause checks like parent internet status, power cycle, or prior reset necessity.
T2 Met Appropriate tools / resources used conf 95%
Directed customer to http://192.168.1.1 — correct tool for adding node via web UI in mixed Cognitive/Intelligent Mesh setup.
T3 Met No misinformation conf 97%
Accurately explained solid purple = ready for setup (per led_intelligent_mesh_consumer.md) and solid blue = online for MX5700.
Communication
C1 Met Clear & professional language conf 93%
Maintained control throughout, set expectations (wait 3–5 min), offered to stay on mute, managed transitions smoothly.
C2 Met Confirmed understanding conf 91%
Used accessible language, repeated confirmations, adapted to customer’s pace, and clarified technical outcomes simply.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Took full ownership, did not transfer, stayed on call until resolution confirmed, honored commitment to remain available.
O2 Met Proactive follow-through conf 94%
Provided specific timelines (‘3–5 minutes’, ‘2–3 minutes to reconnect’) and clear next steps without ambiguity.
O3 Not Applicable Closure confirmation conf 95%
No prior case history indicated; first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation performed and none warranted — issue was within L1 scope and successfully resolved.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Polite and patient but used minimal empathy language (‘I see’, ‘Okay’) without acknowledging effort or frustration explicitly.
X2 Met Tone & rapport conf 90%
Matched customer’s conversational rhythm, allowed silence during waits, confirmed understanding at key points.
X3 Met Overall experience conf 93%
Avoided repetition, guided efficiently through necessary steps, minimized customer effort during onboarding.
Call Transcript26 turns · 28 lines
Speaker 1
Hello, I'm just trying to add the child node from the Lynx Lyzi flight, but when it says my light is a different color, I've chosen that because the node is a purple light, but when I'm on here it doesn't give me an option for purple. It just says like blinking blue or red or but there's no. So do you know what I have to do, please? I can give you the model number for the Lynx please.
00:00
Speaker 2
welcome to linxes support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling. This is J, how can you help me, today? Mhm. Mhm. Mhm. I see. Uh, what's your internet provider, ma'am? Community fibers. So what do you have the parents node is a Wi-Fi 7? Yes. What's the model number?
00:00
Speaker 1
Um, spam and 60. For this five, five, you. Is gonna be having it. Oh. Um, going to add spam MX five, seven. Is it really gonna be that guys? You're gonna be the tea. It's a, the node is it's um, purple. Nothing does have purple. It's just solid purple.
01:00
Speaker 2
Mm hmm. I see. Okay, and you're trying to add what model, man? 570, okay. What is the light on the top of this router right now, man? The child node Yes, the note that you're trying to add. Solid purple. Solid purple. Okay. Okay. So before we proceed with that manager, I have the serial number of your linksys router, please. Hi, Reese the node that you wanted to add? Oh, got it. Thank you. Okay. So this is an FP, NMX 57, a bundle router from. community fiber. Okay. For this router ma'am, solid purple means ready for setup. Oh, are you able to go to the user interface? Yes, ma'am. This is actually a different um a different device unlike your 60. Okay. So yes, can you go ahead and yes, you should be able to from your user interface. Continue, just, just doing the same steps as on the 60 but on this. Do you see a browser link? go ahead and tap the link, that should start the setup process.
01:00
Speaker 1
new product. Is that right? Okay. And then it says, wait for nodes to finish starting up, indicated by a solid blue light. That's why I thought I'd call because one was past. So should I just press NEXT then? Next. And then it says, searching for nodes, wait, watch for the node lights to change. [silence] still searching. [ silence ] is already there. Oh! Okay. There we go. I don't think that's the - that's the metal. [silence] Oh! It's just flashing purple. [silence]
03:00
Speaker 2
Yes. Okay. Yes, okay. Yes. Okay. Yes. Okay. Yes. Okay. Yes. Okay. Yes. Okay. Yes. [silence] [KEEP_UNCERTAIN] That's good. Yes, ma'am. So while we wait for that, may I have your first and last name, please? I'm sorry. And your last name, ma'am. Okay. How about your email address, please? Okay, Mariam. Yes, I'm looking for my ID number. Okay.
03:00
Speaker 1
No. R-E-H R-E-H-M-A-N. Say it again? Yes. Yes. Uh, it's still flashing purple and then the interface says onboarding nodes bringing your nodes online. What's going around? Uh, oh, it's now flashing red, that's, oh. Okay. Is it normal to be flashing red? Oh. Um, yeah, yeah, but, um, but, okay. Yeah.
05:00
Speaker 2
Rahman, right? R-A-H-M-A-H-A-N. yes. Madison, right? okay. okay. okay. so, what's the status right now, ma'am, on your node? yes. yes, ma'am. yes. for this one ma'am, add a child node to your network. [silence] yes. we'll take three to five minutes, ma'am. yes. flashing purple, flashing red, flashing blue, then solid blue. this node ma'am, unlike your SPM60, the light on the top is not white but it's solid blue if it's online.
05:00
Speaker 1
Okay. Okay, so it will just keep doing that until solid blue. Okay, that's fine. All right. Thank you so much, Ben. You won't right? It's at least one. Um, yes, actually. That would be great. Thanks. I'll let you know when it's connected. Thank you. Okay.
06:00
Speaker 2
Yes, three to five minutes. Okay? You're welcome, and do you want to stay on the line until that note is fully connected? Okay, yes, yes. Yes, ma'am. I'll just be on mute, just let me know, okay? Thank you. [silence]
06:00
Speaker 1
It says here confirm that all the nodes are here. And it says the node will. yeah too. What? Yeah, it's the route and the node. Yeah. Yeah, that's the other. The office do not. Do I want to, what, sorry? Move the node. What would you need? Oh. Right, yeah. I'll just unplug it. And if I unplug it and put it upstairs, do I have to do I have to press pair again?
07:00
Speaker 2
Okay, does it show you two notes? Okay. Okay, that's good to know, ma'am. So, it seems that this note is now added. Do you want to move this node first before we end the call? Move the node? Yes. Move it to your preferred place then. Like a. Or are we good to go? Yes, yes. Just unplug. Mhm. No need, ma'am. No need. No need for you to do anything. Just plug it.
07:00
Speaker 1
Okay [silence] Okay, let me [silence] I'm just [silence] um [silence] [silence] Okay, it's plugged in. [silence] It's got a solid blue light at the moment. Is that connected?
08:00
Speaker 2
i., wait for two to three minutes to reconnect then that will be all good, then you can go back to your interface. Okay. Uh-huh.
08:00
Speaker 1
It's flashing now. Uh, it's flashing now. So, do we have to do anything in the interface or? Sorry? Oh, OK. I can. OK. Okay. It's still flashing. I'll let you know when it's.
09:00
Speaker 2
Um, no, no need for you to do anything, just wait for it to, um, have a steady for blue light on the top, that will be all good after. Yes, yes, yes. Thank you.
09:00
Speaker 1
Yeah, it's a solid blue color now, so that's connected, right?
11:00
Speaker 2
yes Ma'am, I believe is a goodie. Yeah, you're confirming on side of us. Welcome to our auspicious gathering. While the chairs are given as prescribed for the audience.
11:00
Speaker 1
where to where can I see the two nodes we Oh yeah it's got yeah it's got a picture of like but then it says no devices underneath is that normal I mean That isn't it's got a picture of the router yeah and underneath the router 15 devices and uptime 20 days
12:00
Speaker 2
On your interface, if it shows two nodes, then that's all good. That will be on the home page, Ma'am, the main screen. You will see nodes. Does it say? Uh, that's actually not okay, Ma'am, but you can just refresh the page because it might be just a glitch. [silence] Um,
12:00
Speaker 1
And it's got a little link to a picture of the node and it says community zero six three nine eight no devices. But it looks looks connected. Do you see what I mean? Ah so so now how it so now how do we connect to a So when when you say re connect, do you mean like completely reconnect to the Wi-Fi? or forget the network? Yes.
13:00
Speaker 2
Oh, okay. Yes, ma'am. It's already connected. It's yes, ma'am. It's already connected. It's just that there's no device connected to it yet to the child node. Yes. So, if you have devices, ma'am, that are closer to your child node, you can possibly just read it or I'm sorry, reconnect and then it will connect your child note. Then it will show you that there are Yes, yes. So that it will connect to the closest device or closest node. Not necessarily forgetting the parent node. Let me set you an example. So, you have a computer that is closer to your child node, but it's still connected to your parent node.
13:00
Speaker 1
Yeah. Oh, when you turn the Wi-Fi off. The one adult. Okay, so I'm on the laptop, I've just disconnected it, and then I'm going to connect it again now. Yeah, it's connected to the router. It's one device. Yeah, it's one device. Yeah, yeah, yeah, it's worked. That's it. All right.
14:00
Speaker 2
If you will turn off, uh, turn it off, if you will turn it off, once you turn it back on, it will connect to the child node because it's closer. Yes, it should connect to the closer node, which is your child node. So, on your interface, it will show you that there are already devices, like your computer that is currently connected to the child node, but on the same Wi-Fi network. Um, okay.
14:00
Speaker 1
No, that's fine. Thank you so much for your help. I thought. Okay. Thank you. We'll do. All right. Bye bye. Thank you.
15:00
Speaker 2
Yeah, uh, any other things you want to check? You're welcome. ma'am. You can, uh, call us back if there's any problem with your devices, with your nodes. The link is open from 9:00 AM to 9:00 PM UK time. You're welcome, ma'am. Have a good day. Stay safe. Bye bye.
15:00